
Senior Voice Operations Manager
1 week ago
As a Team Lead, you will oversee daily operations and team management for our international voice process. You are responsible for supervising a team of voice agents, monitoring performance, and ensuring adherence to targets (KPIs such as call quality, average handling time, resolution rate, etc.).
The key responsibilities include:
- Team Management:
- Supervise a team of voice agents.
- Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Handle team scheduling and attendance.
- Provide coaching, feedback, and performance evaluations.
- Operations Oversight:
- Ensure smooth daily operations of the voice process.
- Manage escalations and resolve complex customer issues.
- Maintain service level agreements (SLAs) and ensure quality standards.
- Training and Development:
- Assist in onboarding and training new team members.
- Organize regular skill development and process refresher sessions.
- Reporting and Analysis:
- Track and report team metrics.
- Analyze data to identify trends, gaps, and areas for improvement.
- Client and Stakeholder Communication:
- Liaise with international clients and internal stakeholders.
- Share updates, feedback, and improvement plans.
To succeed in this role, you should possess excellent communication, leadership, and problem-solving skills. Strong analytical and organizational abilities are also required.
This position offers a competitive salary package, opportunities for professional growth, and a dynamic work environment.
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